Position Title:

Customer Service Representative

Department:

Customer Service

Status:

Full-time/Non-Exempt

Supervisor Title:

Customer Service Supervisor, Customer Service Manager

Evaluators:

Customer Service Supervisor and Customer Service Manager

Direct Reports:

None

1. 60%

Interacts with customers via telephone, email, online chat or in person for the purpose of providing the highest quality of support and information about our products or services. Tasks may include collecting and entering orders for new or additional products or services, including specialized orders; making follow up calls for installations; fielding customer questions and complaints; when issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff; assisting walk-in customers by answering questions, accepting payment, or directing them to the correct department; maintain customer accounts and records of customer interactions with details of inquiries, complaints or comments; assist customers with setting up payment arrangements; connecting and disconnecting services as needed; taking residential and business service orders; create and review service orders; scheduling inspections and installations of FTTH; track inventory and equipment returns; scanning of documents and mailing letters and products; maintain directory and advertising for customers. Monitored by the CSR Supervisor and Manager via company reports.

2. 20%

Process all aspects of payments from customers for the purpose of ensuring accurate customer billing. Tasks may include reversing payments for NSF; processing for NSF; processing bank payments; handling cash and check payments; reconciling cash drawer and cash sheet; banking; posting online batches (CCD, e-Check, Online Check); ACH bank changes routing account information; check deposits via remote capture; credit balance transfers; collections, including write off and bad debt accounts. Monitored by the CSR Supervisor and Manager via audits.

3. 10%

Create Local Number Porting (LNP) service orders specifically for this type of service for the purpose of porting a phone number out of or into our system to comply with federal regulations. Tasks may include checking distribution email for LNP orders, responding to provider requesting order, utilizing JSI portal or other provider’s portal to enter information; confirm the transaction; acquire customer documentation. Monitored by the CSR Manager and company reports.

4. 10%

Perform miscellaneous file uploads/downloads for the purpose of ensuring regulatory compliance. Tasks may include utilizing Elations Software to process VOD/Toll files and 911 files; upload daily files from LIDB/CNAM; performing advance searches; and ensuring Lifeline compliance and recertification. Monitored by the CSR Supervisor and Manager via reports and manual audits.

RESPONSIBILITIES:

This position includes full responsibility and accountability to the Customer Service Supervisor to interact professionally with the company’s customers by addressing inquiries and resolving complaints. Position is responsible for ensuring the confidentiality of information and obtaining information from others daily. Using negotiation, persuasion, and diplomacy are a daily requirement. Weekly problem solving and completing tasks with the team is required. Requires effective communication with customers, co-workers, and other departments. Demonstrating adaptability and flexibility is a must.

LATITUDE:

Most duties are defined and consistent from day to day. Problem solving is accomplished in conjunction with supervisor. Decisions are consistently reviewed by others. All purchase requests are referred to supervisor.

IMPACT OF POSITION:

Successful completion of essential job tasks protects the company’s customer base. Errors are easily detected and usually detected in next phase of operations. (Most work is verified) Errors would result in minor clerical expenses for correction.

CUSTOMER SERVICE/INTERACTION:

Daily phone, email, personal, and some written contact with employees within the company.

Daily personal and written contact with all departments to ensure work is done timely.

Occasional contact with vendors who visit the company.

ESSENTIAL SKILLS & REQUIREMENTS:

EDUCATION:

Required: High School Diploma or GED

Preferred: Associates Degree

EXPERIENCE:

Prefer previous customer service experience.

SKILLS:

LICENSE:

Valid driver's license and a good driving record, required.

EQUIPMENT:

Computer

Phone

Calculator

General Office Equipment

PHYSICAL:

Frequent demonstration of manual dexterity and visualizing of computer screen throughout the day, required.

Prolonged periods sitting at a desk and working on a computer

Occasional twisting, turning, and lifting to 15 pounds

TRAINING:

Ongoing training as required by the company and the industry required.

WORK CONDITIONS:

General office environment

OTHER:

Occasional overnight travel, required

Occasional travel by vehicle, required

Occasional air travel, required

Flexible hours